Service Delivery, Termination and Refund Policy

1. Delivery and handover

1. Discovery call and quotation.
2. Contract signing and deposit.
3. Interface design, approved by the client before development.
4. Development in stages, with a working demo at the end of each stage.
5. Testing and acceptance: the client checks the agreed feature list and responds within 5 working days. If there is no response within this period, the work is considered accepted unless the contract says otherwise.
6. Handover: deployment to the server, handover of source code, admin accounts and user documentation, and a signed handover record.

We work online by email, Zalo and video calls, and meet in person when needed and convenient for both sides.

2. Warranty

• A free 3-month warranty from the acceptance date covers faults in the code we wrote, measured against the agreed features.
• Response time during warranty: 1 working day; for a system that is down: 4 working hours.
• Not covered: new features or changed requirements; faults caused by the client or others modifying the code; faults in third-party infrastructure or services; use contrary to the instructions.
• After the warranty, clients can subscribe to a monthly or yearly maintenance plan.

3. Termination

• Both parties may agree in writing to end the contract.
• Either party may terminate if the other breaches the contract and does not remedy it within 15 days of written notice.
• We may terminate immediately if the service is used for an unlawful purpose.
• If the client does not respond or cooperate (no design approval, no content or required access) for 30 consecutive days without good reason, we may pause the project and send a notice. If there is still no response 15 days after that notice, the contract is treated as terminated by the client and section 4.3 applies.
• Recurring services: clients can stop renewing by giving at least 15 days' notice before the next billing period.
• On termination, both parties reconcile the work completed. We hand over the work done in proportion to the amount paid.

A termination or cancellation notice is only valid when sent in writing, or by email from the address named in the contract to taicopgm@gmail.com. Zalo or chat messages are not accepted as formal notice. The termination date is the date the email or letter is received.

4.1. Full refund of the amount paid

We refund 100% of the amount the client has paid if we cannot start the project on the committed date because of our own fault, or if we terminate the contract without any fault or breach by the client.

4.2. Deposit is non-refundable if the client cancels

The first instalment paid on signing is a deposit securing the contract. When the project is completed, the deposit is credited against the contract value.

If the client terminates or cancels the contract without any fault on our side, at any stage, the deposit is not refunded. It covers the consulting, requirements analysis, planning and team time we have reserved for the project.

4.3. Client terminates during the project

• The work completed is fixed as of the moment we receive the formal termination notice (in writing or by email, as in section 3).
• The value of the completed work is calculated from the percentage of items and stages delivered, based on the contract appendix or the detailed quotation.
• We retain the value of the work completed or the deposit, whichever is higher. Anything paid above that amount is refunded to the client.
• If the amount paid is less than the value of the work completed, the client pays the balance within 7 working days.

We send a reconciliation record with supporting evidence (demo, source code, handover history) within 5 working days of receiving the termination notice. If the client does not sign or respond within 7 working days of receiving it, the figures in the record are used to liquidate the contract.

Example for a VND 100 million contract with a VND 30 million deposit: if the client cancels when the work done is worth 20 million, nothing is refunded; if the client has paid 70 million and the work done is worth 50 million, 20 million is refunded; if the work done is worth 80 million, the client pays a further 10 million.

4.4. Non-refundable items

• The deposit, when the client cancels the contract (section 4.2).
• Items and stages the client has accepted or approved in writing, by email or through the official channel named in the contract.
• Amounts paid to third parties for the project: domains, hosting, servers, SSL certificates, APIs, paid plugins, themes or licences. These accounts and assets are handed over to the client as they are.
• Maintenance, operation or recurring service fees for periods already used or in progress.

4.5. Refund method and timing

• Refunds are paid by bank transfer to the account the client designates in writing or by official email.
• Timing: within 15 working days of both parties signing the contract liquidation record and confirming the final balance.